Casinoin - Hráč není schopen vybrat svůj zůstatek.

Before I started playing at this particular casino, I asked a question and they told me that no identification of any kind is needed .. While I made deposits of a considerable amount, I was never asked for anything .. Now that I have 1000€ in my account and I want to withdraw, they do not allow me .. They don't even allow me to do the 100 and they told me to do identification .. during the identification they take a long time they don't tell me exactly what they are asking for and in everything I send them they curse alleged mistakes like for example the photo is not clear .. I was asked to send selfie photo with my ID but also with debit card I have never come across this before ..And they keep delaying ..I suspect they don't want to pay me ..Can you give me some help ??

Πριν ξεκινήσω να παίζω στο συγκεκριμένο καζίνο έκανα ερώτηση και μου είπαν πως δεν χρειάζεται κάποιου είδους ταυτοποίηση ..Ενώ έκανα καταθέσεις αξιόλογου ποσού δεν κου ζητήθηκε ποτε τίποτα ..Τώρα που εχβ στο λογαριασμό μου 1000€ και θέλω να κάνω ανάληψη δεν μου επιτρέπουν ..Δεν μου επιτρέπουν ούτε κάν τα 100 και είπαν να κανω ταυτοποίηση ..κατά τη διάρκεια της ταυτοποίησης αργούν πολύ δεν μου λένε τι ακριβώς ζητάνε και σε κάθε τι που τους στέλνω βρίσουν δήθεν λάθη όπως πχ δεν είναι καθαρή η φωτογραφία ..Μου ζητήθηκε να τους στείλω selfie φωτογραφία με την ταυτότητα μου αλλά και με χρεωστική κάρτα δεν το έχω ξανασυναντήσει αυτό ..Και συνεχίζουν να αργοπορούν ..Υποψιάζομαι πως δεν θέλουν με πληρώσουν ..Μπορείτε να μου παρέχετε κάποια βοήθεια ;;

Hello kousoglouhelias,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

This has been going on for 5 days now .. I have sent a photo of the ID, transactions from my bank account, a selfie photo with the ID and also with my debit card .. During all of this, whenever I sent a document, they found something to take it out mistake such as a blurry photo that was not in reality ..Also they have not told me clearly what is needed for identification..Now that I have sent them everything they say they will check it and maybe they need some more documents which I don't know what they are .. In other words, there are no specific steps, but they ask for what they want!!

Εδώ και 5 ημέρες κρατάει όλο αυτό ..Έχω στείλει φωτογραφία την ταυτότητα ,κινήσεις από τον τραπεζικό μου λογαριασμο,selfie φωτογραφία με την ταυτότητα αλλά και με την χρεωστική μου κάρτα ..Στη διάρκεια όλων αυτών οποτε έστελνα ένα έγγραφο κάτι βρίσκανε για να το βγάλουν λάθος όπως πχ θολή φωτογραφία που δεν ήταν στην πραγματικότητα ..Επισης δεν μου έχουν πει ξεκάθαρα τι χρειάζεται για την ταυτοποίηση..Τώρα που τους εχω στείλει τα πάντα λένε θα το ελέγξουμε και ίσως χρειαστεί κάποια ακόμη έγγραφα που δεν μου ποια είναι αυτά ..Δεν υπάρχουν δηλαδή συγκεκριμένα βήματα αλλά ζητανε ότι θέλουν !!

Hello kousoglouhelias,

As they are still within a good time frame to finish the verification, please let us know until the end of this week if there is any update regarding the process. If still not, we will try to intervene. Meanwhile be sure to provide all the requested documents to them.

Dear kousoglouhelias,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.